iNPS: On a scale from 0 to 10 how likely are you to recommend working here to a friend or colleague?
One of the things I am most proud of about my time at GE is that I introduced a little idea from my book into our site … and it stuck.
The idea is this:
- Every month (or so), at our all-hands meetings, someone hands out a bunch of pens and an index card or sticky to everyone in the room then asks them to answer, "On a scale from 0 to 10 how likely are you to recommend working here to a friend or colleague?", and put the score on the card and hand it in (anonymously).
- Someone then collates the scores using the simple Net Promoter Score calculation.
- We track the iNPS scores from month to month and actively try to do something to improve them. (this is the hard bit)
I call it the internal Net Promoter Score, or, iNPS. It's incredibly simple to administer and a great conversation starter. Some months we also asked follow up questions like "why did you choose that score?", "what one thing could we do differently to increase your score by 1?", "Is there anything we could continue doing more of to make your score worse?" and ask everyone to scrawl their answers on the back of the card.
Just like the NPS score, the answers are opinions which have been quantified, so it's not as repeatable and reliable as (say) an oven thermometer (thought they're notoriously unreliably, so maybe it is).
It's intriguing to notice what things don't lead to an improvement in the overall iNPS.